In brief

Restaurants turn trade away when tables are booked up

But they stand to lose money if diners fail to show for a reservation

Booking platform OpenTable said it will ban repeat offenders

Restaurant no-shows remain an irritating and costly reality in the restaurant industry. Businesses face losing money when customers book tables and then fail to let somebody know they won’t be attending.

‘Isn’t it just courtesy to let a restaurant know? Would you book a hair appointment and not think to cancel if needed?’

James Cochran, owner Restaurant 1251

A number of restaurants now take deposits in order to secure trade, or at least offset some of the damage if diners don’t turn up or cancel without adequate notice.

Deposits, however, can put would-be customers off. No shows are a complex issue. It’s restaurateurs and their employees who are losing out.

In response, online booking platform OpenTable has launched a new campaign called Book Responsibly in order to encourage the British public to buck up their ideas.

State of no-shows

According to the site, a third of UK diners admit to booking a table and then failing to show. It said London, Manchester, and Leeds are the cities where the problem is most pronounced.

OpenTable surveyed around 2,000 adults from across the country in order to compile its statistics. It said 16-24 year-olds are the most likely to ignore their reservation (25 per cent).

Kude restaurant in Peckham, London (Photo: Kudu)

The company said it wants to better “understand the motivations behind those diners who do not stick to their restaurant reservations” in a bid to help the sector.

Its survey suggested people blame forgetfulness as a major factor. Curiously, others said they were unaware as to how to cancel a booking. It is not usually an arduous process.

Ensuring commitment from diners

To reduce the risk of no shows, OpenTable has set up reminder notifications to ensure that should any unforeseen circumstances arise, diners are easily able to amend, change or cancel their reservation.

For those who repeatedly fail to turn up – four times within 12 months – OpenTable will prohibit them from using the website and app.

“We can all be more aware of the impact that no-shows and late cancellations can have on a restaurant,” said Adrian Valeriano of OpenTable. He added that the company’s new approach is designed to minimise the impact of no-shows on both diners and restaurants.

Mr Valeriano said OpenTable is also the only restaurant booking service that does not allow diners to make more than one booking for the same time slot – or within two and a half hours of that time – to “ensure diners commit to their reservations as much as possible”.

‘Impact of no-shows is huge’

OpenTable’s new campaign will be welcomed by restaurant owners – especially independents, which are more likely to face closure if tables remain empty. It’s not always easy to fill spots last minute. Passing trade is unpredictable.

Romy Gill MBE, who runs Romy’s Kitchen in Thornbury, Gloucestershire, told i: “Customers don’t understand the amount of work that goes into the meal before they walk through our doors.

Romy Gill (Photo: Romy Gill)

“The ingredients ordered, the dishes prepped and some cooked and above all the staﬀ I have called into work. The impact of no shows is huge.

“If we think tables are booked in advance, we turn customers [away] saying we are full.”

Restaurants losing out

Jake Readman, from 64 Degrees in Brighton, said: “The impact no shows make can be huge on a restaurant.

“If we have a table for four booked in at say 8pm, we might be turning people away from 6.30pm to hold that spot, so if they don’t show we could potentially have filled it at 7pm and then at 9pm (getting a walk-in to come along later when the 7pm table has finished) for example.

‘Customers don’t understand the amount of work that goes into the meal before they walk through our doors’

Romy Gill MBE, owner of Romy’s Kitchen

“If the average spend per head is £55, we have potentially lost out on £440.”

Mr Readman, the restaurant’s operations manager, added: “Another quite obvious factor that no shows affect is the atmosphere within the restaurant.

“Because we are so small, losing a table of four will mean 20 per cent of the restaurant is empty, which impacts other guests’ experience and passers-by’s initial image of the place.”

James Cochran, owner of Restaurant 1251 in London, echoed Mr Readman. He said losing customers is “disheartening” and explained he’s had to send staff home in the past.

James Cochran (Photo: supplied)

Common courtesy

“On our busiest nights, we often turn over our tables twice/three times a night, so we are tight in bookings in general, so when a customer doesn’t turn up, with no prior notice, it’s disheartening not being able to fill the tables last minute,” said the former Great British Menu contestant.

“People don’t realise that we have costs to cover – like getting in extra staff thinking we would be busy that night. We might see five tables not show up, which means sending a staff member home.

“Our booking policy is £10 per booking and we refund up to an hour before booking time (only if they let us know) – that way we can get the table ready for walk-ins.

“Isn’t it just courtesy to let a restaurant know? Would you book a hair appointment and not think to cancel if needed?”

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